Allstate Helps Get Customers Back on the Road Faster with CCC Shop Scheduling
Digitizing Connections to Thousands of Repair Facilities
Pioneering Better Customer Experiences
Allstate, a trusted leader in insurance, continues to reinvent industry standards by leveraging technology to enhance the claims experience for its customers. In the case of repairable drivable claims, Allstate redesigned the repair appointment booking process by incorporating CCC® Shop Scheduling into its workflow, enabling over 80% of customers to book a repair appointment within one day. Further, Allstate improved cycle time by 14%, compared to the industry average, in just one year.
Shop Scheduling connects Allstate and its consumers with thousands of repair facilities in the Allstate Good Hands Network and beyond. The experience gives drivers the ability to curate participating repair facilities from throughout the Allstate network, displays real-time availability to Allstate representatives, and allows consumers to book a repair appointment earlier in the claims process, saving time and expenses and producing customer satisfaction scores that rank near the top of the industry at 9.7/10.
As vehicle complexity and the cost to repair vehicles are on the rise, innovations allow Allstate to elevate the customer experience while simultaneously reducing cycle time by eliminating delays associated with booking repairs. And, given a powerful partnership with their Good Hands Network repair facilities, Allstate wanted to improve efficiency for these critical partners by simplifying repair appointment scheduling.
Allstate was an early adopter of CCC Shop Scheduling, which integrates available estimate and repair appointment times into insurer and consumer mobile workflows. Further, Allstate was the first carrier to implement the repair appointments feature of this solution.
The technology leverages CCC’s connection with more than 26,000 repair facilities on the CCC ONE platform. Shops within Allstate’s Good Hands Network configure their CCC ONE platform to show open availability for repair appointments.
Because of the integrated systems, Allstate FNOL reps can search for local repair facilities based on several filtering options — including customer preference — ensuring the best possible outcome for all parties. Once a shop is identified, available repair appointment days and times are viewable by the Allstate representative.
The Allstate FNOL rep then books an appointment based on customer preference.
Connected Networks Deliver a Win-Win for All Players
Shop Scheduling delivered for Allstate, creating unique benefits for their representatives, customers, and repair facilities.
|Drive Efficiency||Improve Customer Experience||Faster Decision Making|
|Get cars into repair shops faster, which cuts down on cycle time and reduces associated expenses such as rental costs.||Delight customers with an expedited experience, confirming repair appointment times at their preferred shops during FNOL to avoid unnecessary manual touchpoints.||Provide earlier appointment and vehicle details to shops, enabling them to prepare for the vehicle inspection.|
After implementing Shop Scheduling for select claims, Allstate has successfully improved repair appointment timelines and cut cycle time at scale.
- Confirming approximately 18,000 repair appointments per month
- 70% of Allstate customers that want to book an appointment can secure a same-day appointment
- Over 80% of Allstate customers who want to book a repair appointment can do so within one day
- Average time from repair appointment search to actual appointment time to just over one day (1.13)
- 14% improvement in cycle time, compared to the industry average
CCC Shop Scheduling keeps people’s lives moving forward when it matters most. Learn more at cccis.com.